---
title: "8x8 Integrations SDK (Maestro SDK) Partner Support Process"
slug: "8x8-integrations-sdk-maestro-sdk-partner-support-process"
updated: 2026-07-09T09:31:42Z
published: 2026-07-09T09:31:42Z
canonical: "help.8x8.com/8x8-integrations-sdk-maestro-sdk-partner-support-process"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 8x8 Integrations SDK (Maestro SDK) Partner Support Process

## Overview

The 8x8 Integrations SDK — also referred to as the Maestro SDK — enables customers and technology partners to embed 8x8 directly into their own applications and workflows. This article outlines support ownership, pre-triage requirements, and escalation expectations for integrations built using the SDK.

---

## Applies To

- 8x8 Integrations SDK (Maestro SDK)
- 8x8 Contact Center
- 8x8 Unified Communications (UC)

---

## Support Ownership

When a customer or partner builds an integration using the Maestro SDK, they own full support responsibility for that integration.

| **Component** | **Support Owner** |
| --- | --- |
| 8x8 events (UC & CC) | 8x8 |
| Mashell (8x8 embedded UI) | 8x8 |
| 8x8 Contact Center & UC functionality | 8x8 |
| Custom integration built by the customer or partner | Customer / Partner |
| Event handling logic within the integration | Customer / Partner |

### What 8x8 Supports

8x8 provides support only for components owned and operated by 8x8:

- 8x8 events — UC and CC event types published by the Maestro SDK (e.g., Offered, Accepted, Completed, Terminated)
- Mashell — the 8x8 embedded UI component delivered via the CTI URL
- 8x8 functionality — core Contact Center and Unified Communications capabilities

---

### What 8x8 Does Not Support

8x8 does not support the integration built by the customer or partner, including:

- The customer's or partner's integration code, logic, and architecture
- How events are consumed, processed, or acted upon within the integration
- Third-party system behaviour (CRM, ERP, ITSM, EHR, etc.)
- Configuration or debugging of the customer's or partner's application

---

### Triage Checklist — Required Before Contacting 8x8

Before raising a support case, the customer or partner must:

1. Confirm the issue is not caused by their own integration code or third-party system
2. Isolate whether the problem can be reproduced using the Maestro SDK Live Demo at developer.8x8.com
3. Document the specific 8x8 event or component that appears to be failing — include event names, payload samples, and error messages
4. Provide evidence that the issue is reproducible on the 8x8 side, not within their own environment

> [!NOTE]
> Note
> 
> *Cases raised without prior triage may be returned for further investigation before 8x8 support can engage.*

---

### Escalation Path

Partners should use their designated 8x8 Partner Portal for all escalations. When escalating, always provide:

- **Required info:** Tenant ID, event name(s), payload samples, timestamp, expected vs. actual behaviour
- **Feature requests:** Submit through the standard partner feature request process
- **Third-party integrations:** If 8x8 confirms the event was successfully published but the third-party system is causing the issue, you will need to raise that issue directly with that provider — 8x8 does not escalate to third-party systems on the customer's behalf

---

### Resources

- [8x8 Integrations SDK (Maestro SDK) — Developer Documentation](https://developer.8x8.com/tech-partner/docs/partner-sdk-maestro-sdk-overview/)
- [Maestro SDK Landing Page](https://maestro-sdk.8x8.com)
- [8x8 Partner Escalation Process](/support/docs/creating-and-managing-cases-as-an-8x8-partner)